Accessibility – Customer Service Policy

Commitment
Mark Motors strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are committed to ensuring that customers with disabilities receive accessible goods and services with the same quality and timeliness as others do.

Providing Goods, Services or Facilities to People with Disabilities
Mark Motors is committed to complying with both the Ontario Human Rights Code and the AODA. We are committed to excellence in serving all customers, including people with disabilities and will make sure our functions and responsibilities in the following areas ensure that every customer’s needs are taken into account.

Communication
Mark Motors will communicate with people with disabilities in ways that take into account their disability. We will work with the person to determine what the best method of communication for them. We will ensure that our staff is trained on how to interact and communicate appropriately with people with different kinds of disabilities.

Telephone Services
We are committed to providing fully accessible telephone service to our customers. We will ensure staff is trained to communicate clearly, and offer different options to people with disabilities who request their communication in another method such as email, mail, or in person.

Assistive Devices
We are committed to serving people with disabilities who use assistive devices when accessing our goods, services or facilities. We will ensure our staff is trained and familiar with various assistive devices that may be used by customers with disabilities who are accessing our goods or services.

Invoices and Payment Statements
We are committed to providing accessible invoices and payment statements to all of our customers in a format that meets their needs. Statements will be provided in the following formats upon request:

Hard copy

E-mail

By Phone

Large Print

We will answer any questions customers have about the content of the invoice or payment statement in writing, in person, by telephone, fax or email.

Service Animals and Support Persons
Mark Motors welcomes people with disabilities and their service animals and/or support persons on parts of the premises that are open to the public.

We will ensure that staff dealing with the public are properly trained on how to interact with people with disabilities and/or if they have a service animal.

Mark Motors may require consent from the client to discuss sensitive personal information with the support person regarding their business dealings. Once the consent is received, no client with a disability will be prevented from having access to the support person while on our premises.

No fees will be charged for support persons for admission to any of our premises and/or events. If required, Mark Motors will provide sign language interpreters for Mark Motors sponsored events or meetings.

Notice of Disruptions
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Mark Motors will ensure timely notification. This clearly posted notice will include information about the reason for disruption, its anticipated duration and a description of alternative facilities or services, if available. The notice will be placed on all public entrances and service counters on our premises, and if possible on our website.

Training of Staff
Mark Motors will provide accessible customer service training to all employees and volunteers.

Training will include the following:

Purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard

How to interact and communicate with people with various types of disabilities

How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or support person

What to do if a person accessing goods or services is having difficulty

Feedback Process
Mark Motors welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to customer concerns.

Feedback regarding the way Mark Motors provides goods and services to people with disabilities can be made:

In person

Telephone

By mail

E-mail

Modifications to This or Other Policies
We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.

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